KronoDesk

Score6.9 out of 10

7 Reviews and Ratings

What is KronoDesk?

KronoDesk is an integrated customer support system that includes help desk ticketing, support forums and a self-service knowledge base.

Categories & Use Cases

Media

an example dashboard.

the knowledge base.

the reporting interface.

the support forums.

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Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.7
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.6

IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.2
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8.2
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.5

Peter A.A.M. Maas View profile

Senior System Architect in Information Technology (1-10 employees employees)

Pros

As a system architect I have a clear overview of open issues through clear issue description and assignment to developers.
The overview and tracking are most important to me.

Cons

The possibility to create a system/subsystem/component/interface tree of the system landscape, to be used to more detailed issue associations and subsequent detailed planning and monitoring of issues.
A quick issue entry with the most important information would be helpful.
A "live" report that can contains my current "hot" issues would be helpful.

Return on Investment

The ROI is reached faster and exponentially higher, depending on the number of users and cooperating business units.

Other Software Used

SpiraTeam, Rapise